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  • All HBS Web  (859)
    • People  (1)
    • News  (178)
    • Research  (542)
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  • 03 Jun 2014
  • Working Paper Summaries

Eliciting Taxpayer Preferences Increases Tax Compliance

Keywords: by Cait Lamberton, Jan-Emmanuel De Neve & Michael I. Norton
  • 2015
  • Case

Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation

By: Rosabeth Moss Kanter and Patricia Bissett Higgins
In 2010, Mark Critelli was a well-seasoned corporate executive who had recently transitioned from being the CEO of a Fortune 500 company to that of a startup called Dossia. As an AL Fellow, he knew that despite believing in Dossia’s mission to empower individuals with... View Details
Keywords: Health And Wellness; Health Care; Health Care Education; Health Care Entrepreneurship; Health Care Industry; Health Care Investment; Health Care Outcomes; Health Care Quality; Health Care Reform; Health Care Services; Health Costs; Preventive Care; Insurance Companies; Insurance Industry; Employee Compensation; Empoylee Wellness Programs; Patient Reported Outcome Measures; Patient Satisfaction; Data; Data Analytics; Entrepreneurs; Entrepreneurial Organizations; Entrepreneurial Ventures; Start-up; Leadership Skills; Disruptive Change; Health; Insurance; Employees; Leadership; Disruptive Innovation; Health Care and Treatment; Employment; Entrepreneurship; Business Startups; Information Technology; Analytics and Data Science; Health Industry; United States
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Kanter, Rosabeth Moss, and Patricia Bissett Higgins. "Advanced Leadership Pathways: Mike Critelli and Dossia Service Corporation." Harvard Business Publishing Case 316-053, 2015. (Harvard Advanced Leadership Initiative.)
  • February 1997 (Revised April 1998)
  • Case

first direct (A)

By: Jeffrey F. Rayport
Describes the operations and strategy of the world's largest, fastest growing branchless bank. Using a person-to-person interface over conventional phone lines, First Direct provides standard banking and related financial products to nearly 700,000 customers throughout... View Details
Keywords: Service Delivery; Customer Satisfaction; Banks and Banking; Innovation and Invention; Banking Industry; United Kingdom
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Rayport, Jeffrey F., and Dickson Louie. "first direct (A)." Harvard Business School Case 897-079, February 1997. (Revised April 1998.)
  • October 2023 (Revised February 2024)
  • Case

Loris

By: Shunyuan Zhang, Das Narayandas, Stacy Straaberg and David Lane
In December 2022, Loris’s executive team considered their go-to-market strategy. Loris was an artificial intelligence (AI) software startup for the customer service industry with two products on the market: 1) Agent Assist which provided customer service agents (CSAs)... View Details
Keywords: Decisions; Growth and Development Strategy; Product Launch; Product Positioning; Business Strategy; Competitive Strategy; Business Startups; AI and Machine Learning; Applications and Software; Marketing Strategy; Sales; Technology Industry; United States
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Zhang, Shunyuan, Das Narayandas, Stacy Straaberg, and David Lane. "Loris." Harvard Business School Case 524-010, October 2023. (Revised February 2024.)
  • 2011
  • Case

Wrapitup

By: W. Earl Sasser
A restaurant chain based in California offers made-to-order sandwich wraps using fresh, healthy ingredients. The founders of the company take a very active role in day-to-day business and tightly control every aspect of the restaurant operation from hiring store... View Details
Keywords: Service Operations; Governance Controls; Revenue; Employee Relationship Management; Planning; Customer Satisfaction; Problems and Challenges; Profit; Change Management; Compensation and Benefits; Leadership Style; Service Industry; California
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Sasser, W. Earl. "Wrapitup." Harvard Business Publishing Case, 2011. (Brief Case.)
  • Research Summary

Personal Development and Interpersonal Feedback

Enabling individual development and learning are key to enabling organizational success as well as employee satisfaction and engagement.  Many organizational approaches to employee development visualize feedback processes as mechanisms for illuminating individual... View Details
Keywords: Feedback; Personal Development
  • 2015
  • Chapter

Leading Socially Responsible, Value-Creating Corporations

By: Daniel A Brown, Rakesh Khurana and James O'Toole
We explore the role of the corporate leader in creating value for stakeholders throughout three eras: one of naïve idealism, one of naïve cynicism, and an emerging era of rugged idealism. We explain how the role of the corporate leader and society's perceptions of this... View Details
Keywords: Stakeholder Management; Value; Shared Value; Institution; Business School; Stakeholder Engagement; Value Creation; Leadership; Corporate Social Responsibility and Impact; Alignment; Business Education; Business and Stakeholder Relations
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Brown, Daniel A., Rakesh Khurana, and James O'Toole. "Leading Socially Responsible, Value-Creating Corporations." In Corporate Stewardship: Achieving Sustainable Effectiveness, edited by Susan Albers Mohrman, James O'Toole, and Edward E. Lawler. Sheffield, UK: Greenleaf Publishing, 2015.
  • 13 May 2014
  • First Look

First Look: May 13

services obtained in return, reduces general anti-tax sentiment, and holds satisfaction with tax payment stable despite increased compliance with tax dues. With tax noncompliance costing the U.S. government $385 billion annually,... View Details
Keywords: Sean Silverthorne
  • July 2023
  • Case

Schuberg Philis: From Success to Significance

By: Thomas J. DeLong and Daniela Beyersdorfer
The founders of Dutch professional services firm Schuberg Philis, and the new leadership team entrusted with the day-to-day management, must set the path forward in 2019. The company has grown into a €70 million revenue strong IT provider with top ranks in the... View Details
Keywords: Management Succession; Growth Management; Change Management; Transformation; Mission and Purpose; Leadership; Leading Change; Information Technology Industry; Consulting Industry; Europe; Netherlands
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DeLong, Thomas J., and Daniela Beyersdorfer. "Schuberg Philis: From Success to Significance." Harvard Business School Case 424-012, July 2023.
  • April 2008 (Revised October 2008)
  • Case

TD Canada Trust (A): The Green and the Red

By: Dennis Campbell and Brent Kazan
The case series illustrates the role of performance measurement and analytics in translating TD-Canada Trust's service model of "comfortable banking" into operational terms. In 2000, in a banking market where consumers and regulators were typically hostile to mergers... View Details
Keywords: Mergers and Acquisitions; Customer Focus and Relationships; Customer Satisfaction; Commercial Banking; Profit; Balanced Scorecard; Organizational Change and Adaptation; Banking Industry; Canada
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Campbell, Dennis, and Brent Kazan. "TD Canada Trust (A): The Green and the Red." Harvard Business School Case 108-005, April 2008. (Revised October 2008.)
  • October 2016 (Revised October 2020)
  • Case

Essent: From a State-Owned Utility to a Commercial Company

By: Ananth Raman and Elena Corsi
Patrick Lammers, Chief Commercial Officer (CCO) for the Dutch energy company Essent NV, once a state-owned company, was pleased with the progress Essent’s consumer (“B2C”) business had made: Earnings Before Income Tax (EBIT) for B2C had gone from a loss of €18 million... View Details
Keywords: Lean Management; Operation Management; Service Management; Commercialization; Operations; Management; Energy; Organizational Change and Adaptation; Service Operations; Performance; Energy Industry; Europe
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Raman, Ananth, and Elena Corsi. "Essent: From a State-Owned Utility to a Commercial Company." Harvard Business School Case 617-026, October 2016. (Revised October 2020.)
  • 2019
  • Working Paper

Biometric Monitoring, Service Delivery and Misreporting: Evidence from Healthcare in India

By: Thomas Bossuroy, Clara Delavallade and Vincent Pons
Developing countries increasingly use biometric identification technology in hopes of improving the reliability of administrative information and delivering social services more efficiently. This paper exploits the random placement of biometric tracking devices in... View Details
Keywords: Biometric Technology; Health Care and Treatment; Technological Innovation; Analytics and Data Science; Quality; Performance Improvement; India
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Bossuroy, Thomas, Clara Delavallade, and Vincent Pons. "Biometric Monitoring, Service Delivery and Misreporting: Evidence from Healthcare in India." NBER Working Paper Series, No. 26388, October 2019. (Revise and resubmit requested, Review of Economics and Statistics.)
  • December 2019
  • Article

Communicating with Warmth in Distributive Negotiations Is Surprisingly Counterproductive

By: M. Jeong, J. Minson, M. Yeomans and F. Gino
When entering into a negotiation, individuals have the choice to enact a variety of communication styles. We test the differential impact of being “warm and friendly” versus “tough and firm” in a distributive negotiation, when first offers are held constant and... View Details
Keywords: Negotiation Style; Communication Strategy; Perception; Performance Effectiveness; Outcome or Result
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Jeong, M., J. Minson, M. Yeomans, and F. Gino. "Communicating with Warmth in Distributive Negotiations Is Surprisingly Counterproductive." Management Science 65, no. 12 (December 2019): 5813–5837.
  • 1998
  • Working Paper

Some Evidence on the Optimal Welfare State Based on Subjective Data

By: Rafael Di Tella and Robert MacCulloch
It is often difficult to evaluate all the costs and benefits of the welfare state. This paper suggests an alternative approach based on surveys of citizen satisfaction with welfare programs. In the first part of the paper we estimate the level of unemployment benefits... View Details
Keywords: Personal Characteristics; Employment; Surveys; Programs; Government and Politics; Age; Income; Residency; Welfare; Governing Rules, Regulations, and Reforms; Cost vs Benefits; Satisfaction; United Kingdom
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Di Tella, Rafael, and Robert MacCulloch. "Some Evidence on the Optimal Welfare State Based on Subjective Data." Harvard Business School Working Paper, No. 98-092, March 1998.
  • 2024
  • Working Paper

Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services

By: Natalie Epstein, Santiago Gallino and Antonio Moreno
Communication channels are often used to improve customer satisfaction and behavior. This paper studies how they can be used to enhance operational performance.
We partner with a last-mile delivery company and, through natural and field experiments, explore... View Details
Keywords: Customer Satisfaction; Consumer Behavior; Logistics; Communication
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Epstein, Natalie, Santiago Gallino, and Antonio Moreno. "Operational Impact of Communication Channels: Evidence from Last-Mile Delivery Services." Working Paper, August 2024.
  • 19 Mar 2019
  • First Look

New Research and Ideas, March 19, 2019

Norton Abstract—Four studies reveal the benefits of relationship rituals: couples with relationship rituals report more positive emotions and greater relationship satisfaction and commitment than those without them. We show that rituals... View Details
Keywords: Dina Gerdeman
  • 21 Aug 2023
  • Book

You’re More Than Your Job: 3 Tips for a Healthier Work-Life Balance

that even hard-charging managers should recognize. “A job can be just one way you meet your needs,” she says. “And I hope what managers will recognize is that it actually increases job satisfaction and the stability of your employee base... View Details
Keywords: by Kara Baskin
  • Forthcoming
  • Article

Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact

By: Michelle A. Kinch and Ryan W. Buell
Prior research in social psychology has shown that when people feel anxious, they seek advice from others. However, companies that operate in high-anxiety settings (like financial services, health care, and education) are increasingly deploying self-service... View Details
Keywords: Anxiety; Self-service; Empirical Operations; Behavioral Operations; Communication Technology; Behavior; Customer Focus and Relationships; Trust; Satisfaction; Financial Services Industry
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Kinch, Michelle A., and Ryan W. Buell. "Mitigating the Negative Effects of Customer Anxiety Through Access to Human Contact." Management Science (forthcoming). (Pre-published online March 31, 2025.)
  • March 2013
  • Article

Breaking Them in or Eliciting Their Best? Reframing Socialization around Newcomers' Authentic Self-expression

By: Daniel M. Cable, Francesca Gino and Brad Staats
Socialization theory has focused on enculturating new employees such that they develop pride in their new organization and internalize its values. Drawing on authenticity research, we propose that the initial stage of socialization leads to more effective employment... View Details
Keywords: Socialization; Authenticity; Self-Expression; Best Self; Outsourcing; Employee Retention; Organizational Culture; Retention; Identity; Customer Satisfaction
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Cable, Daniel M., Francesca Gino, and Brad Staats. "Breaking Them in or Eliciting Their Best? Reframing Socialization around Newcomers' Authentic Self-expression." Administrative Science Quarterly 58, no. 1 (March 2013): 1–36.
  • September 2019 (Revised February 2020)
  • Teaching Note

Commonwealth Bank of Australia: Unbanklike Experimentation

By: Ryan W. Buell and Leslie K. John
Email mking@hbs.edu for a courtesy copy.

This Teaching Note explains the theory of the case and teaching plan for the case: Commonwealth Bank of Australia: Unbanklike Experimentation (619-018). In August 2017,... View Details
Keywords: Transparency; Experimentation; Banks and Banking; Credit Cards; Customer Focus and Relationships; Competitive Strategy; Banking Industry; Australia
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Buell, Ryan W., and Leslie K. John. "Commonwealth Bank of Australia: Unbanklike Experimentation." Harvard Business School Teaching Note 620-041, September 2019. (Revised February 2020.)
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